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Announcement ‘Create Custom Intents’ - Closed EAP



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Magda Pereira

Zendesk Product Manager

Posted Dec 11, 2024

Why did we build it?

Intelligent triage leverages AI to automatically classify incoming tickets with its intent, language and sentiment. Currently, the Zendesk Intent Model supports pre-trained intents across several industries, providing relevant intents and use cases tailored to each account's ticket data.

 

To empower admins with greater control over managing intents, we now offer the ability to add custom intents. This enables admins to tailor intents to their unique business needs, improve automation accuracy and build confidence in decisions.

 

 

What is it?

The release of custom intents marks a significant evolution in how Zendesk supports intent prediction. Previously, customers could 'request new intents', a process that required human evaluation for an intent to be added to the customer account. With this release, we're eliminating the wait time entirely. Custom intents can now be created instantly, added immediately to the customer’s intent list, and made available right away to start predicting the intent of incoming tickets.

Adding customer intents will highly contribute to extract valuable insights about the customers’ service operations, and optimize it by leveraging intents in workflows.

 

As part of this update, the 'request new intent' feature will be retired for accounts enrolled in the custom intents closed EAP, reflecting our commitment to delivering faster, more flexible solutions for tailored business needs.

 

 

 

How do I start using it?

If you'd like access to these new and improved features, sign up for the Closed EAP.

 

After being enrolled in the custom intents closed EAP, under Intent Settings in Admin Center > Business and Rules > Intelligent Triage, you will have access to the custom intents feature, no additional configuration needed

 

Please review the product documentation to learn how to create a custom intent and the current limitations.


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